Seasoned Customer Success Specialist & Community Engagement Champion – Lead Member Experience, Data‑Driven Growth, and Community Impact at brighthush

Welcome to brighthush – Where Community Meets Innovation

brighthush is more than a nonprofit; it is a vibrant, community‑centric movement that empowers families, children, and individuals across the Triangle region. By blending innovative childcare solutions, holistic health and wellness programs, and cutting‑edge technology, we weave a dynamic ecosystem where every resident can thrive. Our mission is simple yet powerful: to foster inclusive growth and empower the community through partnership, compassion, and continuous learning. Whether we collaborate with local schools, businesses, or volunteers, brighthush remains steadfast in delivering exceptional experiences that transform lives.

Why brighthush is the Place to Grow Your Career

At brighthush, every team member is a catalyst for positive change. Our culture is built on collaboration, continuous learning, and a shared commitment to community impact. As a Customer Success Specialist, you will be the bridge between our members and the services they rely on, ensuring that every interaction reflects the warmth and professionalism that define brighthush. If you thrive in a dynamic, mission‑driven environment and want to make a tangible difference while advancing your career, brighthush is the place for you.

Key Responsibilities

• Member Support & Engagement: Serve as the primary point of contact for members, responding to inquiries via phone, email, and chat with empathy and efficiency.
• Financial Transactions & Reconciliation: Process membership fees, donations, and program payments accurately, ensuring compliance with internal controls and financial policies.
• Software Training & Adoption: Conduct onboarding sessions for new members and staff on brighthush’s member‑management platforms (Personify, MyEmma, NCFAST), creating user guides and troubleshooting support.
• Data Management: Maintain up‑to‑date member records, update contact information, and generate reports to support program planning and fundraising efforts.
• Process Improvement: Identify bottlenecks in member interactions and collaborate with cross‑functional teams to streamline workflows and enhance the overall member experience.
• Community Outreach: Represent brighthush at community events, partner meetings, and volunteer gatherings, promoting our programs and gathering feedback.
• Compliance & Quality Assurance: Adhere to privacy regulations (e.g., HIPAA, FERPA) and internal quality standards, ensuring that all member data is handled responsibly.
• Flexible Scheduling: Provide reliable support during evenings and weekends as needed to accommodate member schedules and program demands.

Essential Qualifications

• Minimum of 2 years of customer service experience in a non‑profit, healthcare, or community‑based setting.
• Proficiency with database systems and CRM platforms; experience with Personify, MyEmma, or NCFAST is highly desirable.
• Strong written and verbal communication skills in English, with the ability to convey complex information clearly and compassionately.
• Demonstrated problem‑solving ability and a proactive approach to resolving member issues.
• Reliable high‑speed internet connection and a quiet workspace suitable for remote work.
• Valid driver’s license and willingness to travel to the Raleigh office or community sites for occasional in‑person meetings.
• Commitment to brighthush’s values of inclusivity, integrity, and community service.

Preferred Qualifications

• Experience working with diverse populations, including children, seniors, and families from various cultural backgrounds.
• Knowledge of nonprofit financial management and donation processing.
• Background in training or instructional design, with the ability to create engaging learning materials.
• Familiarity with data analytics tools (e.g., Excel, Power BI) to generate actionable insights.
• Previous remote work experience, demonstrating self‑discipline and strong time‑management skills.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Communication: Clear, concise, and empathetic communication across all channels.
• Organizational Ability: Strong attention to detail and the capacity to manage multiple tasks simultaneously.
• Collaboration: Ability to work effectively with cross‑functional teams, including finance, program staff, and volunteers.
• Adaptability: Comfortable with evolving processes and technology in a fast‑moving environment.
• Problem‑Solving: Analytical mindset to diagnose issues and implement sustainable solutions.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Success Specialist, you will have access to a wealth of professional development resources and clear career pathways. Our commitment to learning includes:

• Structured onboarding and mentorship programs that accelerate your integration into the team.
• Professional development courses in customer experience, nonprofit management, and data analytics.
• Opportunities to lead cross‑departmental projects, such as improving member onboarding or enhancing data reporting.
• Clear career pathways to roles such as Member Experience Manager, Program Coordinator, or Operations Lead.
• Annual performance reviews with actionable feedback and personalized growth plans.

Work Environment & Culture

brighthush embraces a flexible, remote‑first approach while maintaining strong community ties. You will:

• Work from the comfort of your home with a reliable high‑speed internet connection.
• Participate in virtual team meetings, training sessions, and community events.
• Enjoy a collaborative culture that values diverse perspectives and encourages open dialogue.
• Benefit from a supportive leadership team that prioritizes work‑life balance and employee well‑being.
• Engage in volunteer opportunities and community outreach initiatives that align with your personal passions.

Compensation & Benefits

• Salary: Competitive annual compensation of USD 37,128, commensurate with experience and performance.
• Benefits Package:
  • 401(k) plan with employer matching to help secure your financial future.
  • Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
  • Health, dental, and vision insurance options to support you and your family.
  • Retirement plan with company contributions.
  • Employee wellness programs, including virtual fitness classes and mental health resources.
  • Professional development stipend for courses, certifications, and conferences.
• Work Hours: Full‑time commitment with flexible scheduling. Occasional evening or weekend hours may be required to support member needs.
• Location: Remote – based in the Triangle, NC area. Must reside within the region and have reliable high‑speed internet.

How to Apply

If you are ready to bring your customer service expertise to a purpose‑driven organization that values community impact, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for the Customer Success Specialist role at brighthush. We look forward to learning how your passion and skills can help us continue to serve and uplift our community.

Join brighthush – Where Service Meets Innovation

At brighthush, every interaction is an opportunity to make a difference. As a Customer Success Specialist, you will be at the heart of our mission, ensuring that every member feels heard, supported, and empowered. If you are driven by purpose, thrive in a collaborative environment, and are eager to grow both personally and professionally, brighthush invites you to become part of our family. Apply now and help us light up the Triangle with compassion, innovation, and community spirit.